Operations Manager
3 weeks ago
At Wolfer's Inc, we are committed to delivering exceptional customer experiences in home services. As our Call Center Manager, you will lead a team of Customer Service Representatives who facilitate inbound/outbound calling, book and schedule service appointments, and implement strategies to achieve department booked call and sales goals.
The ideal candidate will possess the ability to inspire personal and professional growth in our team members, provide unparalleled customer satisfaction, and drive team performance to achieve all business goals and objectives.
We offer a competitive salary range of $75,000-$110,000 annually, based on experience, along with benefits such as 75% coverage of premiums for medical, dental, and vision coverage for you, and 50% coverage for your dependents. Additionally, you will enjoy new technology, including an iPhone, laptop, and access to integrated software, as well as a 401k Plan with a company match.
We are looking for a seasoned professional with at least 3 years of experience working in a call center setting and managing people. Experience in home services is a plus but not required.
In this role, you will:
- Become an expert of your market, know the customer needs and how best to engage them
- Utilize call center data to maximize team efforts, forecast market behavior, and establish short-term and long-term objectives that achieve department and company KPIs
- Complete inbound and outbound calls alongside your team and use that experience to inform coaching and direction given
- Author and refine call scripts so they are clear, compelling, and result in more appointments
- Take ownership of the team's operational performance, analyze call center data, and establish behavioral-based coaching plans that highlights areas of success while focusing on continuous, meaningful development
- Ensure sufficient staffing to match the business demand and seasonal spikes
- Manage and resolve customer escalations timely
- Ensures the team is knowledgeable of current market trends, company promotions, KPIs, policies, and procedures
- Collaborates with other departments managers to foster productive relationships, support company performance, and deliver customer excellence
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